CS 1000 user experience

Last Updated : Feb 27, 2020 |
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To analyze the quality of an agent’s service, the supervisor can monitor ACD calls of any agent.
To monitor an agent, the supervisor presses the Observe Agent key and enters the agent ID or the key for that agent. When the supervisor presses the Observe key, the phone moves into the Not Ready state.
Initially, an administrator can monitor agents in Listen Only mode. After activating the Agent Observe feature, the supervisor can hear both the caller and agent. However, in Listen Only mode the supervisor cannot participate in the conversation.
An administrator can use Listen and Talk mode for monitoring an agent in the following way:
  • The supervisor can select Listen and Talk mode. If the supervisor joins the conversation by pressing the Call Agent, or Ring Agent, key in Listen In mode, a conference call between the supervisor, the agent and caller is initiated.
  • If the supervisor presses a key for a different agent during the conference, the supervisor leaves the call and starts monitoring a new agent in Listen In mode.
  • If the supervisor presses any key other than the RAG key, agent monitoring ends. The supervisor can only press the Release key to end the session.
With Allow Observation of Supervisor Class of Service enabled, the supervisor can monitor another supervisor by pressing the Observe Agent key and dialing a position ID of the supervisor.
If Agent Observe is enabled, the supervisor does not have to activate this feature for each incoming call. If the feature is enabled, the supervisor observes each call displayed for an agent. If an agent does not answer the call, the supervisor can press the Observe Agent key, and the call is presented to another available agent. Otherwise, the call is put at the top of the ACD queue. If an agent receives an Enhanced ACD Routing (EAR) call and the supervisor presses the Observe Agent key, the supervisor cannot monitor this call.

Observe Warning Tone

With the Observe Warning Tone feature, the monitored ACD agent might not hear an intermittent tone.
When the supervisor presses the Observe Agent key and the key corresponding to the required agent, the monitored agent can hear a periodic warning tone. The warning tone lasts 256 ms and repeats every 16 seconds.
The administrator can set the following OBTN values in the ACD settings for the ACD directory number:
  • AGT: an agent can hear the tone.
  • ALL: both a caller and agent can hear the tone.
  • NO: neither a caller nor an agent can hear the tone.
This functionality is similar to VDN agents receiving a warning tone.
Without the tone, there is no indication that the supervisor monitors the agent except for the indication on the supervisor's phone. This configuration is default for all queues in the system.
If there is a pure IP for an IP call, an agent might hear a conference warning tone. This happens if the ACD agent phone is an IP Phone and the connection to an external caller is made via an H.323 or SIP trunk tandem in an 1000E/1000T or MO/BO environment. For such a call a conference unit is used, and the agent can hear a conference warning tone if it is enabled.